Amanda Wassen-Lahne
Monrovia,IN
Summary
Organized and dependable candidate with a demonstrated history of working in the insurance, retail, and customer service industry. Skilled in career development, Coaching, Scheduling, Team Building, Management, and Human Resources. Strong management professional with a Bachelor of Science (BS) focused in Psychology from Ball State University.
Overview
20
20
years of professional experience
Work History
Home Maker
Self-employeed
10.2019 - Current
Property Loss Specialist II / III
Liberty Mutual
03.2014 - 10.2019
- Provided support to management to include payment approvals, response to email and voicemails, review of files and estimates
- Mentor for department
- Facilitated training on operating systems
- Participated in and successfully completed the onsite, 12-week Property Adjuster Training program
- Review and recommend repairs to damaged property
- Facilitated the replacement of destroyed personal property
- Selected as Mentor for new and college program hires
- Prepare computer diagrams of damaged areas, writes estimates for repairs, and issue payments
- Provide superior customer service to customers by providing a fair and timely resolution of home owner claims
- ACE Trainer – Performed on the job training for all incoming new hires.
Customer Service
Liberty Mutual
05.2013 - 03.2014
- Participated in and successfully completed the onsite, 12-week Agent Training program
- Use consultative skills by identifying and analyzing customer needs to ensure high customer satisfaction, growth and retention of business
- Daily use of sales and selling techniques
- Supports agent/customer relationships
- Coordinates all service requirements and client inquiries.
District Manager
Abercrombie & Fitch
07.2010 - 06.2012
- Managed team of 30+ management professionals in 7 stores
- Conducted monthly career development plans for 5-9 store managers
- Served as Human Resources to maintain policies within all stores
- Responsible for recruiting, interviewing, and hiring all new management
- Successfully ran multi-million dollar district
- Trained, coached and mentored staff to ensure adoption of new programs
- Developed, approved, and delivered all mid-year and annual performance reviews
- Worked with Loss Prevention to protect the bottom line and safeguard the assets of the brand.
Store Manager/General Manager
Abercrombie & Fitch
03.2006 - 07.2010
- Hired, and trained 8-10 managers and 50-75 associates throughout the year
- Facilitated coaching, assessments and feedback for all managers
- Executed weekly updates and quarterly floor sets; including merchandising
- Served as mentor to junior team members within the 8 store district.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
MIT/Assistant Manager
Abercrombie & Fitch
10.2004 - 03.2006
- Successfully completed MIT program to be promoted to AM
- Worked with the Store Manager to learn company structure
- Developed, trained, and set expectations on company policies and procedures for part-time associates
- Managed re-model and New Store opening process.
Education
Bachelor of Science - Psychology
Ball State University
Muncie, IN01.2002
Skills
- Career Development
- Recruiting
- Employee Relations
- Scheduling
- Training
- Business Analysis
Accomplishments
- Business Development: Successfully grew business by 7% within the district.
- Staff Development: Trained staff in career development, MIT programs, OJT, & New Hire Mentoring.
- Customer Service: Ensured superior customer service by maintaining a running Customer Satisfaction Score of 4.8 on CWS Claims & 4.7 on Paid Claims.
Career Overview
District Manager / Property Adjuster - Home Office level manager with 9 years of managerial, training, and mentoring experience.
Timeline
Home Maker
Self-employeed
10.2019 - Current
Property Loss Specialist II / III
Liberty Mutual
03.2014 - 10.2019
Customer Service
Liberty Mutual
05.2013 - 03.2014
District Manager
Abercrombie & Fitch
07.2010 - 06.2012
Store Manager/General Manager
Abercrombie & Fitch
03.2006 - 07.2010
MIT/Assistant Manager
Abercrombie & Fitch
10.2004 - 03.2006
Bachelor of Science - Psychology
Ball State University